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MB-230 Practice Questions

Microsoft Dynamics 365 Customer Service Functional Consultant

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Question 1

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.

 

After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

You are creating agent scripts that have macros for quick steps for agents in a support center.

Agents need to be able to open a case from one of the steps in the agent scripts.

You need to select a type of connector to use to create the macro.

Solution: Configure the macro by using a session connector.

Does the solution meet the goal?

Select an answer above, then submit your vote. Reading or practicing does not cast a vote.

Question 2

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.

 

After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

You are creating agent scripts that have macros for quick steps for agents in a support center.

Agents need to be able to open a case from one of the steps in the agent scripts.

You need to select a type of connector to use to create the macro.

Solution: Configure the macro by using a custom connector.

Does the solution meet the goal?

Select an answer above, then submit your vote. Reading or practicing does not cast a vote.

Question 3

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.

 

After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

You are creating agent scripts that have macros for quick steps for agents in a support center.

Agents need to be able to open a case from one of the steps in the agent scripts.

You need to select a type of connector to use to create the macro.

Solution: Configure the macro by using a productivity automation connector.

Does the solution meet the goal?

Select an answer above, then submit your vote. Reading or practicing does not cast a vote.

Question 4

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.

After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear on the review screen.

A company uses Dynamics 365 Customer Service. Customer Voice is deployed on the tenant.

When a user resolves a case in the system, the individual who reported the incident must automatically receive an email with a link to complete a customer feedback survey. Survey responses must be visible against the resolved case.

You need to implement a solution.

Solution: Create a cloud flow. Use the Send an email (V2) action containing a link to a website that has the embedded survey.

Does the solution meet the goal?

Select an answer above, then submit your vote. Reading or practicing does not cast a vote.

Question 5

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.

After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear on the review screen.

A company uses Dynamics 365 Customer Service. Customer Voice is deployed on the tenant.

When a user resolves a case in the system, the individual who reported the incident must automatically receive an email with a link to complete a customer feedback survey. Survey responses must be visible against the resolved case.

You need to implement a solution.

Solution: Create a cloud flow. Use the Create an invitation action. Resolve the case.

Does the solution meet the goal?

Select an answer above, then submit your vote. Reading or practicing does not cast a vote.

Question 6

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.

After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear on the review screen.

A company uses Dynamics 365 Customer Service. Customer Voice is deployed on the tenant.

When a user resolves a case in the system, the individual who reported the incident must automatically receive an email with a link to complete a customer feedback survey. Survey responses must be visible against the resolved case.

You need to implement a solution.

Solution: Navigate to the resolved case. Select Send Survey.

Does the solution meet the goal?

Select an answer above, then submit your vote. Reading or practicing does not cast a vote.